Operating hours: Mon – Fri: 7am – 6pm
Sat: 8am – 1pm
Complaints
For banking, loan or insurance complaints, call 0860 995 308
or email easypaycomplaints@lesakatech.com
If you're not getting great service from Lesaka, we want to hear from you. Please share your feedback, queries or complaints so we can investigate and resolve the matter for you.
We're here to help
Complaints Line
Complaints Email
Banking & Loans:
easypaycomplaints@lesakatech.com
EasyPay Insurance:
insurancecomplaints@lesakatech.com
Details to include when you submit a complaint
Your full name, surname and contact details (mobile number)
Your ID number and/or Lesaka EasyPay account number/policy number
A detailed description of your complaint
Supporting documents (if available)
Date and time of the incident
Complaints process
1
Step 1: Complaint receivedWe'll receive and acknowledge receipt of your complaint within 48 hours (2 business days).
2
Step 2: InvestigationYour complaint is investigated, which may include reviewing call recordings, system and service logs, contacting you for further information and engaging with relevant departments.
3
Step 3: ResolutionWe aim to review and resolve all complaints within 21 working days. If your complaint is not resolved within 21 days, you will be provided with an update on progress and the expected timeframe for resolution.
4
Step 4: FeedbackOnce the investigation is concluded, you'll be contacted with the outcome of your complaint.
Know your rights
If you're not satisfied with the outcome of your complaint, you may escalate it to the relevant regulatory body or industry Ombudsman.
National Financial Ombud Scheme (NFO)
The National Financial Ombud Scheme (NFO) is an independent body. The NFO is adjudicates matters between banks and banking customers in an impartial manner. Their services are free of charge.
Contact details:
- Telephone: 0860 800 900
- WhatsApp: +27 66 473 0157
- Email: info@nfosa.co.za
- Website: https://nfosa.co.za
- Johannesburg Office: 110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2196
- Cape Town Office: 6th Floor, Claremont Central Building, 6 Vineyard Road, Claremont, Cape Town, 7708
FAIS Ombud
If you believe you've been treated unfairly or suffered financial prejudice or damage, you can submit a complaint to the FAIS Ombud.
Contact details:
- Telephone: 012 762 5000
- Sharecall: 086 066 3274
- Toll-free: 0800 017 160
- Email: info@faisombud.co.za
- Website: https://fais.powerappsportals.com or https://www.faisombud.co.za/how-to-complain
- Postal Address: P O Box 41, Menlyn Park, 0063
- Physical Address: Menlyn Central Office Building, 125 Dallas Avenue, Waterkloof Glen, Pretoria, 0010
Information Regulator
The Information Regulator (South Africa) is an independent body empowered to monitor and enforce compliance with the provisions of the promotion of access to information act, 2000 (act 2 of 2000) and the Protection of Personal Information Act, 2013 (act 4 of 2013).
Contact details:
- Telephone: 010 023 5200
- Email: enquiries@inforegulator.org.za or POPIAComplaints@inforegulator.org.za or PAIAComplaints@inforegulator.org.za
- Website: https://inforegulator.org.za/complaints/
- Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
National Consumer Commission
The National Consumer Commission (NCC) is the SA regulatory body whose primary role is to protect the interests of consumers and ensure accessible, transparent and effective redress for consumers.
Contact details:
- Telephone: 012 065 1940
- Email: enquiries@thencc.org.za
- Website: https://thencc.org.za/complaints/
- Address: Block C, South African Bureau of Standards Campus, 01 Dr. Lategan Road, Groenkloof, Pretoria